Sprint Corporation

March 28, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Complaint ID ***
Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***, submitted on February 27, 2017. We appreciate your assistance in bringing our customers’ concerns to our attention According to Ms***’s complaint, she states that she states that she has been experiencing equipment related issues with her Samsung Galaxy Note She was advised to go through the manufacturer because the device is within the manufacturer warrantyShe declined this option because she would be without a phone during the period of time Samsung had her deviceMs*** is requesting assistance with a replacement device that does not include adding Total Equipment Protection Our office corresponded with Ms*** via email on March 8, 2017, regarding her disputeShe advised that this matter has been addressedWe have reviewed the account in question and find that there may be outstanding issuesShould Ms*** have any further questions or concerns she can contact me directly to further discuss We regret any inconvenience this matter may have caused. If I may be of further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday, Tuesday, Wednesday, and Friday between 8:a.mand 5:p.m., Central Time Sincerely, LaToya *** Executive Services Analyst

November 10, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint Case
*** To Whom It May Concern: Sprint is in receipt of the above-referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention In her inquiry, Ms*** expressed her dissatisfaction with the level of service received while attempting to resolve promotional concerns, citing that she was offered a $American Express reward card for switching her service to Sprint, and a $referral reward promotion that she never received. She also stated that she was billed for two devices when she only had one line of service. Ms*** stated that she should only be responsible for $of the balance reflected on the canceled account We regret any possible misunderstanding that may have occurred related to Ms***’s promotional offers. In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.*** have not deviated from the published information. In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricing After review of the promotions offered to Ms***, our records show that Ms*** registered for Sprint’s Referral $promotion and a $AMEX promotion; however, at the time of processing she deactivated her account. Per the terms of the promotion, the account must be active at the time of processing. Our records further show that Ms*** activated her Sprint account on March 2, and deactivated on May 5, She registered for the promotions on May 3, More information regarding the referral promotion can be viewed at www.*** or for the reward card terms please visit www.americanexpress.com/sprint. Although Ms*** did not meet the terms required to receive either offer, we have applied credits totaling $to offset the balance reflected on her Sprint account. As a result of the credit issued, Ms***’s canceled Sprint account now reflects a zero balance If we can be of further assistance related to this concern, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday between 7:a.mand 3:p.m., Central Time Sincerely, Twana T. Executive Services Analyst

June 5, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case ***, *** *** Sprint account xxxxx*** Sprint Case *** To whom it may
concern: Sprint is in receipt of the above referenced inquiry of Ms*** ***. We appreciate your assistance in bringing our customers concerns to our attention. In the information provided, Ms*** expressed her dissatisfaction with our customer service representatives regarding a promotion to upgrade to the iPhone device by turning in her iPhone device. She further stated that a lumpsum adjustment was applied to her account to award the promotion for the full month Installment Billing agreement. However, the account still reflects a past due balance each month for $for the installment billingIn our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and web site at www.sprint.com have not deviated from the published information In our continued efforts to provide all of our customers with the best pricing possible, we cannot fulfill any verbal offers that deviate from the formal and approved published device and/or service plan pricingWe spoke with Ms*** on June 2, 2017, and addressed her account and billing dispute. In an effort to resolve this matter, we agreed to terminate the remaining Installment Billing Agreement for her iPhone device and allow the accelerated charges of $to be offset by the credit balance of $537.27. We advised Ms*** of her remaining balance totaling a credit of $293.80. With this action, Ms*** confirmed her complaint has been completely resolved We appreciate Ms*** for taking the time to provide details of her experience with our customer service representatives. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value customer feedback and will utilize this input to improve our training and processes On behalf of Sprint, I apologize for any inconvenience Ms*** may have experienced as a result of this concern. If we can be of further assistance, Ms*** can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday, Tuesday, Thursday, and Friday between 7:a.mand 5:p.m., Central Time Sincerely, Linard AExecutive Services Analyst

June 16, Revdex.com Ward Parkway Kansas City, MO Re: Revdex.com Complaint ***, *** *** Sprint Account XXXXX***, *** *** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***, filed on behalf of *** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. In her inquiry, Ms*** stated that our office informed her that we would research the delay of her return kit and the buyback credit she believes is due to her. She also inquired about the purchase price according to the terms of her Lease Agreement compared to the retail value of her devices. Ms*** stated that she is willing to pay the retail value of the devices less the lease payments previously applied. She also stated that the lease charge of one of her devices has not been adjusted to reflect a GB instead of a GB. Ms*** reiterated her concern with the credit evaluation that was performed when activating her service. She has requested to be released from her agreements After researching Ms***’s concern, we spoke with her June 6, 2017. During our conversation, we explained that a copy of her invoice reflecting termination or device cancellation charges was required to register her for the contract buyout promotion for her line of service ending ***She informed our office that there is not a termination or device cancellation charge associated with the line of service ending ***. Therefore, the reimbursement amount would be zero, and the return of the associated device from her previous service provider is not necessary. Ms*** was charged for the value of her devices according to the Lease Agreements she signed when purchasing the devices. According to the Lease Agreements, the total value of each device is $per Lease Agreement, and if the Lease Agreement is canceled prior to its satisfaction, the unpaid balance of the Lease Agreement will be assessed to her account in addition to a Device Purchase charge of $176. The device charge will be credited upon the return of the associated device. Ms*** informed our office that she turned in her Sprint devices to her new service provider. She also informed our office that one of her Lease Agreements reflected a GB device instead of GB, which is consistent with the other Lease Agreements. After confirmation, we applied credits totaling $to offset the difference with what she should have been charged, $516.96, and what is reflected on her Lease Agreement, $622.89, for the line of service ending *** As stated in our Terms and Conditions of Service, a credit evaluation is required to activate service with Sprint. We regret any miscommunication that may have occurred regarding this matter. Lastly, we are unable to comply with Ms***’s request to release her from the terms of her Lease Agreements. If I can be of further assistance regarding this matter, I can be reached directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday, between 9:a.mand 5:p.m., Central Time Sincerely, Terrence MTerrence MExecutive Services Analyst *** c: Mr*** ***

June 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case *** Non Account Holder, *** *** Sprint Case *** To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information received, Ms*** stated that she visited a Sprint retail store on April 10, 2017, and purchased an accessory for her phone and expressed her dissatisfaction with the level of customer service she received. She stated that the accessory did not function properly, so the next day, she returned to the store to request a refund for the itemShe further stated that they were unable to return her money because she could not provide the account number; however, she could select something of equal value or they would send her a check. She stated she advised them she would like a check sent to her and provided them with her address; however, she has not received the refund checkAs a result, Ms*** is requesting to be refunded $for the accessory that she has returned We contacted the store manager who advised us that if she would return to the store, he would provide Ms*** with a cash refund in the amount of $We spoke to Ms*** on June 14, 2017, and provided her with this information. She stated that she considers the issue resolved to her satisfaction We appreciate Ms***’s feedback regarding her interactions with our Retail Store representativesWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value her feedback and will utilize her input to improve our training and processes We regret any inconvenience this matter may have caused Ms***. If I can be of further assistance, I can be contacted by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***. I am available Monday through Friday, between 9:a.mand 5:p.mCentral Time Sincerely, Sharon RExecutive Services Analyst

August 18, Revdex.com Ward Parkway, Suite Kansas City, MO *** Re: Revdex.com File # ***, *** *** Sprint Account: XXXXX*** Sprint Case #
*** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted August 3, We appreciate your assistance in bringing our customers’ concern to our attention Mr*** filing expressed his dissatisfaction with the receiving a reconditioned device as replacementMr*** further asserts when he received his replacement device it contained pictures and video content from a previous user. Mr*** requested that we replace his device at no cost Sprint has reviewed Mr***’ complaint. Please be advised that all new Sprint devices and/or Mobile Broadband devices come with a limited one-year manufacturer’s warranty. Sprint customers are also given the option to subscribe to our Total Equipment Protection (TEP) option within the first days of activating a new device. TEP provides Sprint customers with a cost efficient way to protect themselves against loss, damage, and wear and tear to their device that is not covered under the provisions of the limited one-year manufacturer’s warranty. Since Mr*** subscribes to the Sprint Total Equipment Protection (TEP) Since MsCamponeschi subscribers to the Sprint Total Equipment Protection (TEP) Since MsBombria’s subscribes to Sprint Total Equipment Protection (TEP) on his phone number ending in 7636, if the problem with Mr***’ device is covered under the Equipment Service & Repair Program (ESRP) portion of TEP, his device will be repaired or replaced at no charge at a Sprint service and repair center for the first two visits. Mr*** will be charged $for each subsequent visit to a Sprint service and repair center, if her device requires repair or replacement within a rolling 12-month periodIf the problem with Mr***’ device is covered under the Equipment Replacement Program (ERP) insurance portion of TEP, he may contact Asurion, the program administrator, to file a claim. A $up to a $deductible, depending on the device model, is required at claim approval. Further details regarding TEP and the coverage’s under ESRP and ERP may be found at *** On August 17, 2016, Mr*** informed Executive Analyst via email correspondence stating, on August 16, 2016, he visited a Sprint Service and Repair Center and his device concerns were addressed by replacing the battery. He further exclaimed due to his device rebooting, it deleted all his files. As a result, we were unable to substantiate his claim that his replacement device contained contents from a previous user. Should Mr*** require further assistance with this matter, we urge him to contact the undersigned directly at the phone number noted belowWe apologize for any inconvenience this matter may have caused Mr*** If we can be of further assistance with this issue, Mr*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, *** W*** WExecutive Analyst

October 13,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Mr*** ***
regarding Sprint account XXXXX*** We appreciate your bringing our customers’ concerns to our attention
In his inquiry, Mr*** expressed dissatisfaction with the level of customer service received from our representatives during his attempts to remove his son’s line of service as the primary line of service, citing that his son’s line of service was contacted by our Collections department in errorMr*** requested that we remove his son’s line of service as the primary line of service so he can be contacted regarding any past-due balances and/or to make any changes on the account
We appreciate Mr***’s taking the time to provide us with details regarding his experiences with our Finance and Customer Care representativesPlease be assured that we value customer feedback and that his concerns have been forwarded to the appropriate managerial staff
We regret any miscommunication regarding the primary line of service on Mr***’s accountDuring our October 10, 2016, conversation with Mr***, we updated his account to reflect his line of service ending in *** effective October 27, 2016; therefore, his son’s line of service ending in *** will no longer be contacted by our Finance department after that dateDuring our October 10, 2016, conversation with Mr***, he also expressed dissatisfaction with the level of customer service received from our representatives during his attempts to address a billing concern, citing the charges are higher than he expected and that he was given incorrect information about the balance due and how to reduce his monthly chargesHe requested that we apply credit to his account to offset the difference between the amount he was quoted and the actual monthly service charges reflected on his invoices or to release him from the lease agreements associated with his Sprint devices so he can return them to us and seek service with another provider
We regret any misunderstanding that may have occurred related to Mr***’s Sprint billingAs we explained during the referenced conversation with him, we identified that his monthly service charges are correct based on his selected rate plan and that his plan appears to be the most cost-efficient plan for his wireless communication needs based on his usage history
Mr*** indicated his understanding of our explanation but reiterated that the charges reflected on his monthly invoices were not properly explained to him when he accepted his current rate plan and device financing optionsTherefore, due to any misinformation that may have been provided to him, we agreed to allow Mr*** to cancel his lines of our service without incurring the full payoff costs of his device leases, contingent upon the return of his leased devices to our possessionMr*** requested that we allow time for him to consider his options and is aware that our offer is valid through October 26,
We are pleased to inform you that Mr*** accepted our responseIf we can be of further assistance regarding these matters during the interim, or when Mr*** is ready to accept the offer outlined above, he can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

December 15,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced inquiry of Ms***
*** regarding Sprint account XXXXX***We appreciate your bringing our customers’ concerns to our attention
In her inquiry, Ms*** expressed dissatisfaction with the overall network performance in the residential area of one of the authorized users on her Sprint account, citing that he experienced issues with blocked calls, dropped calls and accessing data from his device, and the issues remain unresolvedAs a result, Ms*** requested that we release him from the lease agreement associated with the line ending in *** so he can return his device to us and seek service with another wireless provider
We appreciate Ms***’s taking the time to provide us with details of her coverage and Customer Care experiencesPlease be assured that we value customer feedback and that her concerns have been forwarded to the appropriate managerial staff
As stated in our Terms and Conditions of Service which can be viewed at www.sprint.com, coverage and quality of wireless services and data speeds may be affected by conditions beyond our controlWireless services cannot be regularly transmitted through concrete structures such as buildings, basements, walls, and various other structuresAs a result, customers may experience difficulty making or receiving calls when indoors
In addition, data coverage is not available everywhere and service speeds are not guaranteedService speeds may depend on the service purchased and actual speeds will varyEstimating wireless coverage, signal strength, and service speed is not an exact scienceThere are gaps in coverage within our estimated coverage areas that, along with other factors both within and beyond our control which may result in dropped and blocked connections, slower service speeds, or otherwise impact the quality of serviceWith respect, we would note that the nature of the wireless signal precludes any carrier from providing seamless coverageSprint has made no warranty or guarantee of the same
Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal may be lost in a car and in buildingsHowever, it is important to note that certain areas may have limited or no coverage and various factors such as terrain, foliage, and buildings may affect actual coverage in a particular area even when estimated to be within 'best' coverage
However, due to the authorized user’s ongoing coverage concerns on Ms***’s account, we agreed to allow Ms*** to cancel the referenced line of our service without incurring the full payoff cost of the device lease, contingent upon the return of the authorized user’s leased device to our possessionTo facilitate the return of the device, we sent a prepaid shipping label to Ms***’s e-mail addressAfter the device is received in our warehouse, we will offset the lease cancellation and equipment charges associated with the line of service ending in ***
We are pleased to inform you that Ms*** accepted our resolution offerIf we can be of further assistance regarding these matters during the interim, she can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension***I am available Monday through Friday between 8:a.mand 4:p.m., Central Time
Sincerely,
Tiffany G
Executive Services Analyst

January 21,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Complaint ID ***
Sprint Account XXXXX***, *** ***
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the above-referenced complaint of Ms***
***We appreciate your assistance in bringing our customers’ concerns to our attentionAccording to Ms***’s complaint, she was informed her account would not incur the $phone access charges due to a special promotional offer; however, since that time, each of her three lines has incurred this charge, which she is disputing
We have been in communication with Ms*** via email regarding her account disputeBased on any misunderstanding that may have occurred regarding her current service plan, we have agreed to waive the $phone access charges for a period of monthsThe promotion was added to Ms***’s account on January 13, 2016; however, it may take up to two months to awardIn the interim, we will manually adjust the access charges until the promotion awardsMs*** expressed satisfaction with this solution
We appreciate Ms*** for taking the time to provide us with details of her recent customer service experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and will utilize this input to improve our training and processes
We regret any inconvenience Ms*** may have experienced as a result of this matterShould Ms*** require further assistance regarding this matter, I can be reached by calling our Executive & Regulatory Services department toll-free at ###-###-####, extension ***I am available Monday through Friday from a.mto p.m., Central Time
Sincerely,
April ***
Executive Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
Henrietta ***

September 13, 2016 Revdex.comWard Parkway, Suite 401Kansas City, MO 64114 Re: Revdex.com File ***, *** *** Sprint Account xxxxx*** Sprint Case *** To Whom It May
Concern: Sprint is in receipt of the above-referenced inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concern to our attention. According to the information provided, Ms***, stated that a payment was fraudulently made from her checking account to a different Sprint account. She is requesting that we refund the unauthorized payment that was made from her checking account During our discussion with Ms*** on September 6, 2016, we apologized for any inconvenience she may have experienced as a result of this issue. Further, she informed us that she has received the refund for the unauthorized payment, however; she is not satisfied with the level of customer service or time it took to process her refund We appreciate Ms***’s taking the time to provide us with the details of her experience with our Customer Care representatives. We regret that the level of service she received was not indicative of the world-class service we strive to provide. The feedback she provided has been forwarded to the appropriate management staff for further review. We regret any inconvenience that this issue may have caused. If I may be of further assistance regarding this matter, please contact me by calling this department toll-free at ###-###-####. I am available Monday, Tuesday, Thursday and Friday between a.mand p.m., Central Time Sincerely, Tobias TExecutive Services Analyst

March 3, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account XXXXX***, *** H
*** Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above inquiry filed by Ms*** ***. We appreciate your assistance in bringing our customers’ concerns to our attention. According to the information provided in Ms***’s complaint, she has not yet received the prepaid reward cards she was offered as reimbursement of the cancellation fees from her former carrier for switching to Sprint. She indicates that she has visited the original point of sale on multiple occasions and turned in her competitor devices; however, she is still awaiting reimbursement from Sprint. Additionally, Ms*** outlined multiple issues that occurred after switching services for which she indicates she has spent time addressing and she is also seeking credit for her inconvenience in addition to the prepaid reward cards We regret the circumstances that prompted Ms***’s complaint. We spoke with Ms*** and advised that we have approved and processed her reward cards as part of the buyout promotion for the two qualified lines of service she switched to Sprint. These cards should be received by Ms*** with the next few business days. In addition, although it is contrary to Sprint’s Terms and Conditions of Service to provide compensation, a goodwill credit of $was applied to Ms***’s account for customer satisfaction after she spoke with one of our Consumer Advocacy team members We thank Ms*** for being a loyal Sprint customer. If she needs further assistance with this matter, I can be reached toll-free at ###-###-####, ext***. I am available Monday through Friday from 7:a.mto 3:p.m., Central Time Sincerely, April *** Executive Services Analyst

October 11, 2016 Kansas City Revdex.com Ward Parkway Kansas City, MO
*** Re: Sprint Account: XXXXX***, *** *** Revdex.com File #*** Sprint Case # *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of *** *** submitted on September 21, 2016. We appreciate your assistance in bringing our customer’s concerns to our attention Ms***’ filing expressed her dissatisfaction with a delay in receiving a refund in the amount of $after she returned her Samsung Galaxy Note device and accessories to a local Sprint Retail store locationFurther she expressed her dissatisfaction with the level of customer service she received from Sprint while attempting to resolve this matterMs*** requested that Sprint review this matter and process her refund within a timely manner Sprint has reviewed Ms***’ complaintWe spoke with Ms*** on September 29, 2016, to further discuss her account concerns. During our conversation, Ms*** confirmed that her concerns regarding the Samsung Galaxy Note device were previously addressed and resolved. However, she was awaiting the refund in the amount of $for the accessories that were returned to the Sprint retail store location on September 30, 2016. We advised Ms*** that we would investigate her concerns and follwith her accordinglyAs such, to further investigate Ms***’ account concerns; we engaged our retail stores management team for further assistance. As a result of the investigation, we determined that the return for the accessories was not processed correctly. Therefore, due to an inadvertent error, the refund was not processed to her credit card in a timely manner. In an effort to ensure a satisfactory and mutually acceptable resolution, we have confirmed that a refund check of $was submitted to be processed on October 7, 2016, and will be mailed to the billing address on fileWe ask that Ms*** allow to business days to receive the refund check from date of approval. In addition, as an act of goodwill, on October 7, 2016, we have applied a partial credit of $to her account. This credit will appear on the October 7, billing statement We spoke with Ms*** on October 7, 2016, and relayed the aforementioned information and resolution to her. Ms*** confirmed that she was satisfied with the resolution provided. Should Ms*** have any additional questions or concerns pertaining to this matter, we urge her to contact the undersigned directly at the phone number noted below. We apologize for any inconvenience Ms*** may have experienced while attempting to resolve this matter. We appreciate Ms*** taking time to provide details of her experience with Sprint. We are continually striving to improve the quality of service provided to our customers. Please be assured that we value Ms***’ business and that her concerns will be forwarded to the appropriate managerial staff for further review If we can be of further assistance with this issue, Ms*** can contact me by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***. I am available Monday through Friday between 7:a.mand 4:p.m., Eastern Time Sincerely, /s/ Catherine *** Catherine *** Executive & Regulatory Services Analyst

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have been honored to have all fees taken care of leaving Mrs *** account at a $balance and having my account $deposit waived.
Regards,
George ***

April 21, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com File ***, *** *** Sprint Account xxxxx***, *** ***
Sprint Case *** To Whom It May Concern: Sprint is in receipt of the above-referenced complaint of Ms*** ***. We appreciate your assistance in bringing her concern to our attention. According to the information received from your office, Ms***, an authorized contact for Ms*** ***’s account, stated Ms*** passed away on April 24, 2016, and she notified Sprint between September and October 2016. However, she is still receiving past due notices and payments were presented to her bank without her authorization and was declined. Ms*** is requesting that Sprint review this matter and cease collections activities for the balance owed on Ms***’s account During our conversation with Ms*** on April 14, 2017, we explained that we regret any misunderstanding that may have occurred related to the disputed payment of Ms***’s’ final Sprint account balance. However, pursuant to Sprint’s Terms and Conditions, which can be reviewed on our website at www.sprint.com/termsandconditions, when customers provide credit or debit card information to us for payment at any time, they authorize us to charge that/those card(s) until successful for all delinquent amounts they owe us. Sprint may also obtain updated information from card networks, issuers, or other third-party sources Our records reflect that the balance reflected as owed on Ms***’s account includes the cancellation charges for leased devices on phone numbers ending in *** and *** and the monthly service that was used between August and November invoices Additionally, our records reflect that we received notification regarding Ms***’s death on January 20, 2017, and the account was cancelled at that time and a portion of the charges were credited. However, the lease cancellation charges for the devices that were purchased via the lease agreement and the monthly service charges for services that were used between August and November are valid. However, per her request we removed Ms***’s bank account information from the account and we will no longer attempt to collect the delinquent balance from that account On behalf of Sprint, we apologize for any inconvenience this issue may have caused and extend our condolences for Ms***’s loss. If Ms*** still requires assistance with this matter, she can contact me by calling the Executive & Regulatory Services department toll-free at ###-###-####. I am available Monday through Friday, between 8:a.mand 4:p.m., Central Time Sincerely, Jennifer F Jennifer FExecutive Services Analyst

June 11,
*** ***
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com File ***, *** ***
Boost Mobile Inquiry
Sprint Case ***
Dear Ms***:
Sprint is in receipt of the
above-referenced inquiry of Ms*** *** regarding our Boost Mobile productIn her complaint, Ms*** expressed her dissatisfaction with the level of service received during her attempt to address her equipment concern, citing she is currently having issues with her phone
We appreciate Ms***’s taking the time to provide us with the details of her experienceWe are continually striving to improve the quality of service provided to our customersPlease be assured that we value customer feedback and that these concerns have been forwarded to the appropriate managerial staff for further review
During our conversation with Ms*** on June 4, 2015, we explained that since she opted not to purchase insurance, her device comes with a one-year manufacture warranty and she can reach out directly to the manufacture to address her equipment concernsAs satisfaction to the complaint brought forth, we also sent her a complementary device, which she will receive within to daysMs*** confirmed satisfaction with the resolution brought forth
On behalf of Sprint, I apologize for any inconvenience MsMoreno has experienced regarding this matterIf you or she has any additional questions regarding these issues, you or she can contact me at ###-###-#### or by calling the Sprint Executive & Regulatory Services department toll-free at ###-###-####I am available Monday, Tuesday, Thursday and Friday from 7:a.mto 5:p.mCentral Time
Sincerely,
La *** L
La *** L
Executive Services Analyst

Executive & Regulatory Services
P.OBox
Irving, TX
March 22,
Revdex.com
Ward Parkway
Kansas City, MO
Re: Revdex.com Complaint ***
Sprint Account XXXXX***, *** ***
Sprint Case
To Whom It May Concern:
Sprint is in receipt of the above-referenced complaint of Ms*** ***Again, it is our pleasure to address Ms***’s account concern once more
In her subsequent inquiry, Ms*** reiterated her dissatisfaction with the level of coverage provided in her home areaDuring our March 16, 2016, conversation with
Ms***, we explained that we investigated the network issues she described in her complaint and found that our network is performing as expected in her areaWe regret that Ms***’s experience with service in her area is falling short of her expectations; however, we were unable to confirm any coverage issues that may have contributed to her complaint
We regret any frustration this matter may have causedIf we can be of further assistance regarding this matter, I can be contacted directly by calling our Executive & Regulatory Services department toll-free at ###-###-####, ext***I am available Monday through Friday between 9:a.mand 5:p.m., Central Time
Sincerely,
Terrence M
Terrence M
Executive Services Analyst

May 18, Revdex.com Ward Parkway, Suite Kansas City, MO Re: Revdex.com Case: ***, *** *** Sprint Account: xxxxx*** Sprint Case: *** To Whom
It May Concern: Sprint is in receipt of the above-referenced complaint of Mr*** *** submitted on April 25, We apologize for any inconvenience Mr*** has experienced as a result of this matter. We appreciate your assistance in bringing our customer’s concern to our attention According to the information provided, Mr*** expressed his dissatisfaction with charges assessed on his Sprint account subsequent to his recent device upgrade. Mr*** requested that Sprint review his account and adjust his Sprint account accordingly Sprint has reviewed Mr***’ complaint. Upon researching Mr***’ account, our records show that he activated his phone line ending in *** effective September 22, Furthermore, on January 3, 2016, Mr*** purchased an iPhone 6s Plus device for the aforementioned phone number via Sprint Lease at a monthly rate of $28.53, which is billed at a discount of $per month Effective September 19, 2014, Sprint launched the Sprint Lease program, an industry-first option that gives new and existing customers the flexibility to lease select smartphones and tablets for a lower monthly cost versus purchasing the device. With a lease option, Sprint owns the device. At the end of a lease term, you can purchase the device and own it outright, return it to us, or return it to us and upgrade to the latest device. For further information regarding Sprint Leasing please visit www.sprint.com/lease We spoke with Mr*** on May 5, 2016, and he expressed his interest in continuing Sprint service; however, he explained that he was anticipating a monthly recurring service credit of $per month to apply to his Sprint accountMr*** additionally stated that he was not informed of a $upgrade-Activation Fee, which was applied as a result of the aforementioned device upgradeAlthough the service plan that Mr*** subscribed to was not eligible for a $monthly discount, as a courtesy, and in an effort to resolve this matter amicably, we applied a one-time credit of $211.78, which satisfied the balance on Mr***’ accountThis credit offsets the $difference between the service credit he was anticipating and the discount he is receiving for a period of months and additionally includes $as a portion of the device upgrade feeFurther, on April 27, 2016, Sprint applied a credit of $for the one monthly Installment Billing charge which was inadvertently billed in errorMr*** confirmed he was satisfied with this resolutionWe apologize for any inconvenience Mr*** may have experienced while attempting to resolve this matter If we can be of further assistance with this matter, Mr*** can contact the Sprint Executive & Regulatory Services Department toll-free at ###-###-####I can be reached directly at extension ***I am available Monday through Friday between a.mand p.m., Central Time Sincerely, *** *** *** *** Executive Services Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:MY ISSUE WASN'T SOLVE , THIS SPRINT GUY LIE ALL THE TIME HOW SPRINT TRIED TO CONTACTED ME 3/and 3/if today is 3/9?THIS GUY IS LUNATIC
Regards,
*** ***

December 6,
Revdex.com
Ward Parkway, Suite
Kansas City, MO
Re: Revdex.com Case ***, *** D***
Sprint Account xxxxx***, *** ***
Sprint Case ***
To Whom It May Concern:
Sprint is in receipt of the above-referenced
inquiry of Mr*** D***, filed on behalf of Sprint account holder Ms*** ***, his motherWe appreciate your assistance in bringing our customers’ concerns to our attention
In the information provided, Mr*** advised that he and Ms*** recently received notification from us that two devices had been ordered for his mother’s account but that he nor she had authorized that transactionMr*** advised that he has been unable to rectify the matter with our Customer Care or Fraud team representatives and has since identified that the devices have been activated, which has also negatively impacted the device upgrade status for the lines of service on Ms***’s accountMr*** requested that the fraudulent device orders be removed from the liability of Ms***’s account and that we restore the equipment upgrade eligibility for the two affected lines of service
We regret any misunderstanding that may have occurred regarding the referenced device upgrade orders and any unauthorized activity that may have occurred on Ms***’s Sprint accountOur records reflect that two devices were ordered via our website on November 17, 2016, and linked to Ms***’s two lines of service, as noted in Mr***’s inquiryOur records further reflect that the person placing the device orders accessed Ms***’s account and had knowledge of her username and password and had the equipment shipped to an address different from the billing address listed on her account
During our initial November 29, 2016, conversation with Mr***, we explained that, based on the nature of his dispute and our findings, we would forward his information to our Fraud department for further reviewRepresentatives of that team identified that fraud was confirmed, and the Electronic Serial Numbers for the two referenced devices were updated in our records to reflect as stolenWe then flagged Ms***’s account to have her online access updated with a new username, PIN, and password
We followed up with Mr*** on December 2, 2016, and explained the actions noted aboveWe also assured him that all charges associated with the two fraudulent devices were credited from Ms***’s Sprint account and assured him that the equipment upgrade eligibility status for her two lines of service has been updatedMr***son expressed his satisfaction with our resolution
We regret any frustration this matter may have caused but are pleased that we were able to resolve the ***s’ concerns satisfactorilyIf we can be of further assistance with this issue, Msor Mr*** can contact me directly by calling our department toll-free at ###-###-####, ext***I am available Monday through Friday between 7:a.mand 3:p.m., Central Time
Sincerely,
Linda W
Executive Services Analyst